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Complaints Coordinator

1 month ago

North Geelong, Australia WorkSafe Victoria Full time

 

Complaints Coordinator
 

  • $86,810 per annum + superannuation
  • Full time, fixed term role until 31/12/2024
  • Geelong Location - Hybrid (minimum 3 days in the Geelong office is required)

Purpose
 

An exciting high level complaints administration role has become available in our Agent Performance & Relationships Division

The Complaints Coordinator provides operational business support to the Service Improvement and Complaints team. This role encompasses a variety of functions, key internal and external stakeholder engagement, administrative tasks, compliance and reporting activities and ad hoc projects as required.

Key accountabilities of this role will include:

  • Triage and allocate complaints to each respective team member according to urgency and complexity, and where required seeking input from the Manager, Service Improvement and Complaints.
  • Oversee incoming team email inboxes, complaints and Ministerial requests, and develop WIP systems/reports/spreadsheets to ensure delivery to required timeframes, following up and/or seeking clarification from other areas, as necessary.
  • Review referral calls/complaints from the Centralised Complaints Team and Advisory Service as the first point of contact for the team and triage calls for urgency or escalation as required. Provide Advisory with guidance and support on matters related to workers compensation and/or agent engagement.
  • Register all incoming complaints, Ministerial correspondence and Chief Executive responses into the Complaints Tracking System (CTS), and create WsDOM / TRIM folders for each file.
  • Coordinate multiple projects and complex tasks, providing direction on priority matters and issues.
  • Provide operational support to the Manager, Service Improvement and Complaints, including management of Service forums and meeting requirements (e.g. rooms, agendas, meeting minutes, collecting external attendees).
     

Please ensure you click here to view the Position Description provided for additional information on accountabilities for this role.
 

About You

To be successful in this role you will have the ability to be proactive and can deliver outcomes in a timely manner. Your communication, computer and interpersonal skills are highly developed, as transactional stakeholder engagement is key within the role. You will also have:
 

  • Demonstrate tactful communication, interpersonal, consultation and negotiation skills; appropriate to confidentially liaise and consult with a wide range of managers, employees and external organisations.
  • Ability to coordinate and influence others and work with minimal guidance.
  • Strong organisational skills including the ability to manage priorities, coordinate tasks, meet tight deadlines and take initiative.
  • Attention to detail.
  • Developing knowledge of workplace injury legislation and practices.
  • Experience in maintaining office support systems/procedures.
  • Sound numeracy, analytical and problem solving skills including the ability to develop solutions to a range of administrative issues and reporting requirements.
  • Familiarity with records management policies and systems advantageous.
  • Experience in using resilience in situations beyond the incumbent’s control; including managing challenging behaviour from clients.
  • Advanced skills in Word, Excel, OneNote and PowerPoint and experience in preparing reports, external correspondence and briefs.
     

Working with Us
 

At WorkSafe, we aspire for every employee to feel connected, safe and valued in their team, for teams to feel valued in the workplace, and for WorkSafe to be valued in the community.
 

We believe that a diverse workforce is the key to delivering the best outcomes for the Victorian community and strongly encourage applications from all people, including First Nations people and people with disability, diverse cultural and linguistic backgrounds, sexualities and genders.

What’s next?

Applications close 11:00pm – Monday, 27th May 2024 - Click the link to apply, and join us in making a difference to Victorian lives.

Only people with the right to work in Australia may apply for this position. You may be required to undergo a National Police Check (and/or Medical Assessment) as part of the recruitment process.

Candidate screening may take place prior to the advertisement closing, so get your application in.

For further enquiries please contact Alison Forbes via email – alison_forbes@worksafe.vic.gov.au

About us
 

WorkSafe's Strategy has our core purpose front of mind – reducing workplace harm and improving outcomes for injured workers. We don’t shy away from the importance of our purpose to the Victorian community, that’s why we have a stated ambition to be world leading.

We want Victoria to be the safest place to work in Australia and one of the safest in the world; and we aspire to be a world leader in return to work after a workplace injury.

WorkSafe are striving to build a diverse workforce that reflects the Victorian community we serve.

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